Adaptive IVR Blog

Whether you’re thinking about moving your premise IVR to the cloud or changing to a new cloud IVR vendor, pricing will factor into your purchase decision.

Much is written about how the cloud allows you to shift dollars from capex to opex, so we thought it might be helpful to share some details about how cloud IVR vendors typically structure those expenses.

It’s not far-fetched to say that the contact center is the single most critical operation in any company. If a company has a poor relationship with its customers, its other operations might as well cease to exist. The contact center is the place where the company and its customers meet. Whether this place is a battlefield (hello, Comcast!) or a collaborative and productive environment is a choice every company makes, and it usually starts with one person.

The VP of Operations is usually the contact center’s biggest decision maker. In most medium-sized and large enterprises, this is the person who crafts strategies for people, processes and technology and sets the tone for an organization’s relationship with its customers. It’s therefore critical that this individual understand people: both a company’s customer support personnel and customers themselves.

About this blog

Most people think IVRs are like Zombies. They’re mindless and boring in conversation. They’re pretty much all the same. You can only expect so much of them, and they’re never going to get any better. But they’re also one of the enterprise’s busiest customer engagement points – one that could make or break how an interaction contributes to customer experience.

This blog explores how to make IVR better through analytics, personalization, and continuous improvement—and how that can have a profound effect on customer experience and contact center performance.